Wichita—When Cody Patton founded Positive Directions 16 years ago, the subject of AIDS was shrouded in fear. Those who contracted HIV/AIDS in the early 1990s were largely abandoned by friends and family, and had absolutely nowhere to turn for help, let alone understanding. So, in early 1991, Patton and a group of volunteers began cooking and cleaning for the sick. They provided much needed respite care for the exhausted primary care givers—the ones who stood by day-to-day as a friend slowly slipped away. Operating out of the basement of a local church, they created a care coordination team and trained a large base of volunteers.

Today Positive Directions is a well-established not-for-profit group providing case management services and client services for those affected by HIV/AIDS, as well as prevention and outreach services throughout the area. No longer in a basement, Patton’s desk is one of six lined up in a row against the exposed brick wall of a rented office in downtown Wichita. The space is overflowing with large paintings, centerpieces, and donated items that are bound for one of the city’s most colorful annual events. ArtAID, a benefit for Positive Directions, is in its 14th year. These events are more popular than ever, but Patton says drawing attention to HIV/AIDS matters and finding the funds to serve the needs of patients is a continuing challenge. Between client support programs and education, the small staff at Positive Directions is spread thin. Sometimes it can be difficult to simply answer the phone.

The value of volunteers in a small not-for-profit organization such as Positive Directions is tremendous. In recent years the staff has grown to include eight. But hiring a full-time receptionist has never been in the budget. Also not feasible: purchasing a phone system that actually included voice mail.

“Our phones rang, but did the system fit the needs of our organization? No,” says Patton. “We weren’t effectively communicating or getting through to the people trying to get through to us.”

While volunteers did their best, some messages had a name and no number. Many times callers want confidentiality, and talking to an unknown volunteer was not comfortable.

“Our clients want direct access to their case managers,” Patton says. “Others would call for the first time, tell their entire story to the person who picked up the phone, only to find out they had to repeat the entire thing to someone else. That’s frustrating.”

In December 2006, the Sunflower Foundation awarded a Capacity Building Grant to Positive Directions for a new telephone system.

“To find a place willing to help purchase and help us with technology, that was very hard,” says Patton. The grant funded the purchase of a system with 10 phones and four phone lines, greatly increasing productivity and communication between staff, clients and outside resources.

“Now, callers have many options. They can go directly to their case manager or to me; they can hear a date and time for HIV tests, get information about events, or offer to volunteer,” Patton says.

In addition, the area’s AIDS Hotline, both the toll-free and the local number, is tied into the system. Each hotline call rings four people, to ensure that these calls are always answered.

“The ability to offer confidentiality is so important. You can go directly to the person you want to talk with, and not have to go through someone else first,” Patton says.

For those who are in crisis, who are sick, or whose loved one is dealing with HIV/AIDS, finding answers in the most direct way is important. Patton cites a recent call from a mother in town whose son lives elsewhere. She had questions, and she wanted answers now.

“For her to be comfortable, she needed to speak with the director, she needed to get through to me,” Patton remembers. “And she was able to do just that. She called in, chose my name from the directory, and we visited for a half an hour. We want to be here for anyone who has questions.”

Sometimes telephone systems are more than just technology. They are lifelines that remind us we are not alone.